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  • Exam Name: Salesforce Contact Center Accredited Professional Exam
  • Last Update: 15-Jun-2024
  • Questions and Answers: 205
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Salesforce-Contact-Center Questions and Answers

Question # 1

To ensure a successful digital transformation with a multi-channel strategy,

engaging the right stakeholders during the discovery phase is crucial.

Here's the breakdown of the options and why the most suitable choice is:

Option 3: VP of Customer Experience; VP of Service; IT Leadership.

Which set of key performance indicators (KPIs) should the consultant measure the success of contact center implementation?


Average response time, cost per call, deflection rate, and employee training



Revenue growth number of repeat customers, net promoter source, and employer le


Average handling time, number of calls answered, customer satisfaction an training time

Question # 2

The customer wants to capture customer feedback through post-interaction surveys. Which feedback mechanism would be most beneficial?


Integrate with a third-party survey platform for customization and detailed analysis.


Utilize Salesforce Surveys with pre-built templates for collecting feedback after case closure.


Implement chatbots with in-conversation surveys to gather immediate feedback during interactions.


Develop custom case fields and workflows to capture and track customer feedback internally.

Question # 3

The consultant needs to specify the Inbound Flow Action in the channel

setting, in addition to selecting the flow, to use the Omni-Channel flow for

the Enhanced Bot.

During a workshop, management at a company explains that its contact

center has specific teams supporting specific accounts. Customers generally contact the company through email. The case goes to a general

queue, where the agents pick up the case manually.

Management would like available agents to receive the cases automatically

so they do not pick cases. They also require that if the case cannot be

directed to the correct agent, there is a fallback option. The agent can be

assigned cases from different channels and would like this incorporated

into the routing model.

Which setting in Email-to-Case should a consultant recommend the

company utilize?


Flow Settings


Case Owner Settings


Task Settings

Question # 4

Ursa Major Solar will use Data Loader for data migration of closed cases

because of large amount of data

What does a consultant need to keep in mind while using data loader?


Automated processes are executed by default


Automated processes are not executed


Only Apex triggers are executed

Question # 5

Your scenario requires generating automated case updates based on customer interactions. Which Salesforce feature offers this capability?


Workflow Rules triggering email notifications and case updates based on specific events or field changes.


Process Builder sequences defining automated actions and data updates based on triggers and conditions.


Flow Builder with visual interface for designing automated processes and case updates triggered by interactions.


All of the above, depending on the desired complexity and automation level of case updates.

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